"People are like, 'Why did you leave Maui to come here?' Especially because I got here in May of 2021. 'Didn't you see what happened on January 6? What the hell are you doing [coming] here from paradise?' I say, 'You know, I had my bar mitzvah in the fitness club-it used to be a nightclub called Club Desiree-and the doormen have known me since I was 12.'"
"I remember lambada dancers, a lot of video games, a massive seafood buffet-it was just fantastic. When I look at the pictures, I can see that Lynn Orlowski was the hotel manager running the party. She was director of food and beverage back then. She took a step back later in her career to run room service, and she worked for me for two years when I became director of food and beverage. I had no idea she ran my bar mitzvah [until years later]."
"I love to say that the name on the name tag comes before the title on the business card, so the person comes before the employee. If the ice machine in room service is down and we don't jump to fix it the way we jump to fix the air conditioner in the Presidential Suite, the message is that the employees who need that ice to serve our guests aren't as important as the guests staying in the room."
Marc Bromley built a nearly two-decade career with the Four Seasons across Costa Rica and Maui before becoming general manager of the Georgetown Four Seasons. He has long personal ties to the Georgetown property, having celebrated his bar mitzvah there and knowing many longtime staff members. He champions a staff-first philosophy, insisting that employees’ needs receive the same quick attention as high-end guest rooms. He contrasts current expectations with earlier eras, noting that the digital age requires faster, more accurate, and higher-quality service because exceptional experiences spread instantly.
Read at Washingtonian - The website that Washington lives by.
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